Responsibilities

  • Bring to life the voice of Shopee’s customers using quantitative and qualitative data
  • Identify drivers of customer satisfaction and advise senior management on priorities
  • Partner with stakeholders across the organization to develop customer experience improvement initiatives
  • Drive initiatives to develop listening capabilities across the customer journey so as to develop both strategic and tactical insights.
  • Work with local Shopee teams to represent the voice of our users.
  • Be willing to travel to Southeast Asia countries and Taiwan

Requirements

  • 5 – 12 years’ managing and improving a Voice of Customer program.
  • Expert at designing and analyzing questionnaires and interviews
  • Strong quantitative and qualitative analytical ability
  • Strong communication skills in English
  • Verbal and written fluency in a Southeast Asian language is a big plus (e.g. Bahasa, Vietnamese, Thai)
  • Familiarity with SQL

 

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